Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/29/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a head-to-toe custom bobblehead doll for $151.94 from Webobble on October 9, 2024, as a Christmas gift. The delivery was promised at 4-6 weeks. After 7 weeks of not hearing anything from this company, I emailed them on November 25, 2024, asking for an update. They then sent the first set of proofs, which looked nothing like the pictures I sent them. I sent even more photos, and very clearly pointed with red arrows at the discrepancies. At that point the already abysmal communication got even worse, and they just continued to ask for approval on the old proofs. It was a complete communication breakdown. I asked to speak with a supervisor, to no avail. They have not responded to additional emails that I sent to the company. It has been exactly 16 weeks since I placed my order, and we still have no response to my emails and no product.

  Business Response

  Date: 02/09/2025

  Thank you ***** for bringing your concerns to our attention. We truly regret any frustration this situation has caused, and we want to work toward a resolution that ensures you receive the custom bobblehead you ordered.
  
  As a fully custom, hand-crafted product, your order has gone through multiple proofing stages, with revisions based on your requests. Below is a timeline of the process:
  Order Placed: October 9, 2024
  Initial Proofs Sent: October 14, 2024 (No response received)
  Follow-Up & Resent Proofs: November 20, 2024
  Modification Requests Received: November 20, 2024
  First Set of Revised Proofs Sent: December 2, 2024
  Additional Modifications Submitted by Customer: December 3, 2024
  Updated Proofs Sent & Follow-Up Email: December 7, 2024
  Further Revised Proofs Sent: December 14, 2024
  Final Follow-Up Email for Approval: January 10, 2025 (No response received)
  
  Because each bobblehead is made to order and customized to customer specifications, we are unable to offer cancellations or refunds once production has begun. This policy is clearly outlined during checkout and agreed upon before completing a purchase: As stated on our website and at checkout:
  "All custom-made bobbleheads are handcrafted and tailored to each individual order. Once production begins, we are committed to completing the order. Due to the nature of custom work, there are no refunds, returns, or cancellations."  We fully stand by this policy, as every bobblehead goes through an extensive design process that includes multiple proofing stages, modifications, and hand-sculpting. However, we remain committed to completing your bobblehead to your satisfaction and encourage you to reply to our most recent email so we can finalize the design and proceed with production.
  
  We genuinely want to provide you with the custom bobblehead you envisioned. If you have any final requests or concerns, please respond to our last email at ********************************** so we can proceed with the necessary adjustments and move forward with production.
  
  We appreciate your patience and hope to resolve this matter amicably.
  
  Warm regards,
  ****
  Webobble Customer Support Team
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22873817
  
  I am rejecting this response because:
  

  The companys blanket statement of No Refunds, Ever does not excuse them from upholding their end of our contract that they agreed to when charging my credit card. 

  A very minimal and unacceptable effort has been made by this company to uphold their end of our contractual agreementto produce a fully customizable bobblehead doll within 6-8 weeks. It has been over 4 months. Communication is deplorable, and the email timeline provided in their response is not factual. 

  I have repeatedly sent a very clear list of requested adjustments (as I paid for), the requests are completely ignored, and the company simply keeps asking for final approval on the original proofs. I also sent a separate communication directly to the company through their website on January 29th asking for a supervisor to intervene, in an effort to get the production team to actually read my requests. This separate request was also ignored. 
  

  ***** *******

  Business Response

  Date: 03/04/2025

  Dear *****,
  
  We appreciate your continued communication regarding your custom bobblehead order. We understand your frustration and sincerely regret any inconvenience you have experienced. Our goal is always to create a product that meets your expectations while maintaining clear communication throughout the custom design process.
  As outlined in our original response, your order has gone through multiple proofing stages, with revisions based on your requests. Below is a recap of the timeline to clarify the efforts we have made to complete your order:
  
  Order Placed: October 9, 2024
  Initial Proofs Sent: October 14, 2024 (No response received)
  Follow-Up & Resent Proofs: November 20, 2024
  Modification Requests Received: November 20, 2024
  First Set of Revised Proofs Sent: December 2, 2024
  Additional Modifications Submitted by Customer: December 3, 2024
  Updated Proofs Sent & Follow-Up Email: December 7, 2024
  Further Revised Proofs Sent: December 14, 2024
  Final Follow-Up Email for Approval: January 10, 2025 (No response received)
  We require written approval before proceeding to final production, and at this time, your order remains pending approval from you. We have made every effort to accommodate your revision requests, and our records show that we provided revised proofs on multiple occasions, including the final follow-up on January 10, 2025, which was not responded to until the BBB complaint was filed.
  Additionally, we want to note that the latest body proof does include the collar you requested, which seemed to be a key reason for the delay. Since the requested revision has been addressed, we are unclear on the continued hold-up in providing final approval.
  
  We want to resolve this matter and complete your order as soon as possible. If there are any additional revisions needed, we are happy to make them. However, if you are satisfied with the latest proof, please confirm approval so we can move forward with production and shipment.
  
  We remain fully committed to fulfilling your order and look forward to your response at ********************************** so we can bring your custom bobblehead to completion.
  
  Best regards,
  ****
  Webobble Customer Support Team

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22873817
  
  I am rejecting this response because:

  You boilerplate response without any investigation into the details of my complaint only continues to underline your absolutely deplorable customer service. 
  
  Your claims that I have ignored your emails are false. I sent a total of eight emails in ********************************************************************************************************** an attempt to communicate with my (perhaps non-English speaking) representative. I also sent another direct request through your website requesting help to address this lack of communication. May I strongly suggest that you research these emails before responding?
  
  Only now, since Ive filed this complaint with the BBB, 5 months since I placed my order, are you expressing interest in my request for corrections and youre asking me to send all of these emails AGAIN. If you had read my emails and made the requested and paid for changes, I would not be disputing this with you through the BBB. 

  Business Response

  Date: 03/18/2025

  Dear BBB Representative ****** ****** and Ms. ****************** appreciate the opportunity to further clarify our position regarding this complaint.
  Addressing the Consumers Concerns
  
  We acknowledge Ms. ******* frustration regarding the extended timeline and communication challenges. However, we want to reiterate that our response has not been genericit is based entirely on this specific order and all prior communication between our team and the customer.
  
  Upon reviewing our records again, we confirm that:
  We received Ms. ******* email on November 20, 2024, which included red arrows pointing to requested modifications.
  All requested modifications were addressed in the proofs provided, with additional details (such as decals, pins, and arm stripes) scheduled for application during the coloring phase of production.
  Elements such as the two buttons on the shirt were included in the latest proof, demonstrating our continued effort to meet the customer's specifications.
  We understand that Ms. ******* may have expected different responses, but we assure both her and the BBB that every step taken has been in full compliance with our policy and process.
  
  Order Status & Next Steps
  While we acknowledge that the order has taken longer than anticipated, we emphasize that the primary delay now is due to pending final approval from the customer.
  All requested modifications have been applied in the latest proof provided. The final elements (color, decals, and finer details) will be completed once approval is given.
  
  Final Resolution Offer
  In the interest of closing this matter amicably, we reiterate that:
  The bobblehead is ready to proceed to production. We simply need Ms. ******* approval.
  If there are any remaining concerns, we ask for specific clarification in one final email to **************************************************************.
  Once approved, we will complete production as quickly as possible and ship the order.
  We truly regret the length of this process, but at this stage, we cannot move forward without approval per our custom-order policies. We remain committed to completing this order to the best of our ability and hope to bring this matter to a resolution soon.
  
  Best Regards,
  *****
  Webobble Customer Support Team
  **************************************************************

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 22873817
  

  I reject WeBobbles attempt to rectify this situation. There has STILL been absolutely no direct communication from WeBobble to me via email regarding fixing any of the issues that were cause for filing this complaint, and communication through this BBB complaint is the only response I have received from them in months. 
  
  This is the first time I have seen the attached photo. Not only were 3 dimensional buttons not added (rather, holes were punched in to represent buttons), but now the bottom of the business suit jacket has for some reason been completely removed below the belt. It is now a half suit jacket. ???
  
  Furthermore, while it looks like the company has finally looked at one (and only one) of the emails I previously sent them, the company has not even acknowledged the other emails concerning all the other custom features missing. 
  
  At this point (approaching 6 months post order) with still abysmal communication, I am no longer interested in accepting the companys half-hearted attempts to produce the promised product. The only acceptable outcome for resolution for me is a full refund of my purchase price. Otherwise, I will allow my complaint to remain outstanding.

  Sincerely,
  
  ***** *******